25 days old

Customer Service Representative (Inbound Call Center)

Guggenheim Life and Annuity Company Holdings
Indianapolis, IN 46201
  • Job Code
    125819569
Guggenheim Life and Annuity Company Holdings

Guggenheim is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

ID: 2020-1343
Category: Insurance
Position Type: Regular Full-Time


Position Summary

Guggenheim Life and Annuity is seeking an experienced inbound call center customer service representative to add to the Annuity Administration department. Reporting to the Supervisor Annuity Administration, the successful candidate will join a highly collaborative team responsible for resolving incoming inquiries from annuity contract owners, beneficiaries, independent agents and marketing organizations in addition to distributing service forms, preparing annuitization illustrations, documenting fund allocations for fixed indexed contracts, and reporting death claims.

In addition to professional telephone skills and excellent customer service skills, the ideal candidate will demonstrate the ability to work independently as well as in a team environment, be reliable with an excellent attendance record, and be resourceful and effective in dealing with diverse situations.

In this fast-paced environment, you will have an opportunity to apply your excellent telephone skills as well as further develop your customer service skills and play a role in the company's growing operations.

The position is located in Indianapolis (far northside).

Essential Job Functions

  • Meets and achieves department standards for phone availability/logged in times, quality audits, call handle ratio, and documenting call activity in the administration system.
  • Answers incoming telephone inquiries from customers or their representatives; validates the identity of the caller prior to any information being released.
  • Strives to resolve each inquiry and knows when to escalate calls to ensure exceptional service for the caller.
  • Prepares illustrations for the annuitization of deferred annuity contracts and communicates living benefit payout information for fixed indexed annuities.
  • Distributes the appropriate service forms to customers, beneficiaries and agents via mail or fax, with instructions for completing and returning documents for processing.
  • Completes tasks such as return mail, 1035 transfer follow ups, and returning voicemails, in addition to completing requests for forms and address changes.
  • Participates in special projects that help support Contract Administration, Customer Service or Agency Service units, and may work on special project teams that cross department lines.


Preferred Qualifications

  • One to three years' experience in life insurance and/or annuities
  • Three to five years' high-volume call center experience preferred
  • Strong communication skills, including verbal and listening skills
  • Exceptional interpersonal and customer service skills with the ability to diffuse difficult service situations
  • Organized, detail oriented, and able to multi-task
  • Quick thinking to resolve inquiries and meet customers' needs
  • Excellent aptitude for math and understanding of income tax applications
  • Must be resourceful and effective in dealing with diverse situations
  • Proficient computer skills including keyboarding and various software packages such as MS Word and Excel and customer relationship management (CRM) applications
  • Professional designations such as LOMA's Associate Life Management Institute (ALMI), Associate Customer Service (ACS), Associate Annuity Products and Administration (AAPA) or Fellow Secure Retirement Institute (FSRI) preferred but not required

In addition, the ideal candidate will be or will have:
  • Dependable
  • Responsible
  • Professional communication and demeanor
  • Accurate
  • Detail oriented
  • Ability to multi-task
  • Ability to recognize "big picture", company goals, and value of call center to company service expectations


Basic Qualifications

  • High School diploma or GED
  • One to three years customer service experience


About Us

Guggenheim Life and Annuity Company

Guggenheim Life and Annuity Company, a subsidiary of Guggenheim Partners, provides financial services to institutional and retail customers through fixed annuity products distributed through networks of independent marketing organizations and agents nationwide.
Guggenheim Partners
Guggenheim Partners is a global investment and advisory firm with three primary businesses: investment management, investment banking, and insurance services. We have a track record of delivering results through innovative solutions, with professionals based in offices around the world. Our commitment is to advance the strategic interests of our clients and to deliver long-term results with excellence and integrity. You can learn more about our expertise and values by visiting GuggenheimPartners.com and following us on Twitter at twitter.com/guggenheimptnrs.

To succeed in the Guggenheim culture, candidates must be self-starters and strive for results. We are looking for people who operate as business owners, adhere to the highest standards and think creatively to realize opportunities, wherever they may be.

Guggenheim is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. To apply, please visit our website: https://www.guggenheimpartners.com/firm/careers


PI125819569

Categories

Posted: 2020-11-07 Expires: 2020-12-08

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Customer Service Representative (Inbound Call Center)

Guggenheim Life and Annuity Company Holdings
Indianapolis, IN 46201

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